A bug tracker is not the same as a work planner/tracker which is not the same as a ticketing system. A good ticketing system feeds into and is used by bug trac

A bug tracker is not the same as a work planner/tracker which is not the same as a ticketing system. A good ticketing system feeds into and is used by bug trackers and work planner/trackers. It instantaneously opens tickets from a variety of sources. Every ticket has a state, which starts out as New, and eventually winds up as Resolved, Requestor Did Not Reply, or Could Not Replicate. In between, there are various states of work that translate into Ready for Work or Waiting for Response, different queues for different groups in the company (and the ability to move a ticket between queues), automatic resetting of tickets to Ready for Work whenever a response comes in from the requestor... Then there are the necessary features: merge duplicates (and from then on, both ticket numbers are valid but indicate the same data); declare a parent (when the parent ticket reaches a final state, all children get the same final disposition); correct and document mistakes... You'll notice that all of these things reinforce how the business thinks the requestors should be treated: as customers, as teammates, as people who would like to report a problem, ask a question, place an order, document some work... but above all else, be able to ask what is going on with their area of concern and be able to get a reasonable reply as soon as one is available. If your ticketing system is not oriented to perform that basic task as a primary activity, it's terrible and I hope you can replace it with one that does without too much pain.